Eight steps to optimizing your contact channels

In a globalized world it is increasingly difficult for businesses to differentiate themselves through price, innovation or even quality.

We all recognize that customer experience is one of the best ways to give your company an advantage and encourage brand loyalty among our customers.

So it makes a lot of sense to devote a little bit of time and thought to how your various contact channels (call center, social, online chat, etc.) affect customer behaviour.

Many companies don’t yet recognize that the most effective contact channel is both customer – and situation – dependent. Predictive Intelligence can be used to serve the customers most likely to convert with the best contact channel at the right time.

8 steps to successAsking probing questions about the state of your current customer service is the first step towards improving customer service outcomes. The right answers can result in fewer lost sales, more conversions and increased repeat purchases.